ComplaintsforSandpiper Beacon Beach Resort

• Initial Complaint

  04/14/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  Stayed here 3/29-4/3 2022. Day 1 was fine. Day 2 we had ppl knocking and running starting around 11 that night and everyday all day til I went home. I reported this at least 4 times and got no help from staff. One person was pregnant with me and I had my 14 year old. Then 4/2 my door was completely kicked in while we were in room so at that point I'm like it's on. We literally staked out the halls after incident. I report again and actually ran into two men who kept appearing when it happened and took their picture. Took it to office walked back and they have gotten caught by someone in room about to do it again. I hear them on my way back arguing with a family member that caught them. Called the office and they finally came. I paid for 4 days of no sleep and fear of leaving anyone in the room alone. The previous year a worker walked in on my daughter changing. I've been here every year for about 4 years and they have been going downhill. Management doesn't care. I've called the general managers personal phone and left messages. I've called the resort. I've left reviews with no response or trying to fix the situation. I'm ignored just like I was there. The pools were filthy and they need more security that actually cares not just a kid u hire and say you're security. I asked about cameras and was told there were none but clearly a sign hands in the office. I'm sorry but kids aren't safe here nor you especially if you think they're going to help. I was refused another room when plenty were empty. I just wish I could've enjoyed my stay and as a travel agent I wanted to give as honest of an opinion as possible. No customer should have to go through this and feel helpless . What if my child was hurt or taken advantage of while in room? Why aren't parents required to watch kids when poolside? Why are kids gathered at pool drinking with other kids? So many things happened and sandpiper didn't use to be this way. It's like they don't care now.

  Business response

  07/21/2022

  Business Response /* (1000, 11, 2022/05/20) */ We at the Sandpiper Beacon Beach Resort make guest safety our top priority. I am sorry that the guest felt unsafe on our property. We always give guests the option of moving rooms or check out of the resort early with a refund if we can not satisfy their needs or problems. We have no record of the guest requesting to move rooms or inquiring about checking out early. Our front doors have an automatic locking device. If any door was kicked in, there would be extensive damage to door frame. We have inspected both the lock and the door to the guests room, and there is no damage to the door frame and the lock was working properly. The guest did not bring any problems to our attention until the day of their check out. Resort Management was on location every day of the guests stay and was readily available to talk to any guest as well as address any issues. Consumer Response /* (3000, 13, 2022/05/25) */ (The consumer indicated he/she DID NOT accept the response from the business.) What's sad is this company is lying about everything. How about we run the tapes back from the office to see when I first complained? I reported the first time and every day after. The door was kicked in and wasn't taken seriously by staff. I've stayed there for years and never asked for a refund of any kind. Your staff said the hotel was full when asked for room change and everyone knows it isn't easy to find another hotel during spring break for consecutive days. I'm a travel agent and can't perform that task last minute without a huge price difference. I had no choice but to stay. The manager was called and I left messages. I never wanted to report them but they ignored every attempt to contact. This could've been resolved at the resort but they honestly didn't care. Every person there with me experienced the same. I have always given good reviews up until this trip. My upset comes from them not caring or responding. They left us in a bad situation that could've ended differently. Customer experience is what builds your business and had the situation been handled appropriately then I wouldn't have had to report. Your office says there are cameras so where are they? Why no footage from our hall? Why are customers not protected from this? Why did my family have to physically catch and corner the men when your staff was supposed to be patrolling? I give very honest reviews so others don't experience bad vacations especially with kids involved. Instead of them doing the right thing they lied. Also if i reported upon leaving then how did we capture the men? Why do I have pictures in my phone of the men with the date? I took those to show your staff in case they saw them. All I ask is them to correct the problem but since they won't I'll just keep telling everyone that listens the experience we had so they don't have this happen to them. I constantly have people seeing reviews and asking what's safer than there. I didn't want to publicly humiliate the men but I'd be happy to send Sandpiper a copy with the date. I definitely know where I won't book again. I shouldn't have to spend my hard earned money to be harassed daily. Florida wants everyone to leave guns at home but these are the safety issues we encounter while there so I get why people bring them. How about making businesses be accountable for unsafe situations that they don't handle. There should've been a response a long time ago. It's almost June and now they have time to answer something important that's crazy and shows the type of business being ran.

• Initial Complaint

  04/06/2022

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  In on 3/24/2022- out on 3/27/2022 for the amount of $1196.22 I spoke with the manager Chris when checking out who gave me a card to the head manger I have called and emailed him with no response. What should have been an enjoyable vacation turned into fearing for the safety of my family. Allowing the couple in room 106 next to ours stay after becoming violent they were intoxicated the man had a loaded gun who had been violent on the premises the police was called I could hear through the wall at our bed they threaten to kill each other the police said they were not serious. he had a pistol permit and agreed to go to bed this was around 3 am while me and my kids laid listening to them yell and bump the wall fearing for our safety the staff said there were no other rooms open to move them or me. while letting them stay knowing there are children throughout the hotel the staff did not see any problem with it that was unacceptable. it put a lot of people in danger. There was blood all over our patio The following morning the blood and towel was still on the sidewalk. The cleaning crew was aware of it. There are kids walking around barefooted. Any bodily fluids especially blood is a serious matter and should have been cleaned up when it first happened. That is a health violation AIDS, hepatitis C, and many other diseases could be contracted. I told this to Chris, and he said the cleaning staff was not doing their job. But never said anything about making sure they cleaned it up. Personally, I feel compensation and refund should be considered due to intentional infliction of emotional distress. Expecting someone to just go to bed knowing what has taken place and continuing to hear as lying in bed with fear is unacceptable. I was unable to get rest that night and leaving the next morning to drive 6 hrs. home was not ok

  Business response

  05/09/2022

  Business Response /* (1000, 5, 2022/04/21) */ We spoke with the customer and we came up with a satisfactory resolution.

• Initial Complaint

  10/05/2021

  Complaint Type:

  Product Issues

  Status:

  Answered

  More info

  My family stayed at the resort from 10/1 - 10/3/21; 500.43$ for two nights. On sat morning, my son and I were opening the drawers of the dresser in the room and the entire dresser fell over and landed on my son. He got cuts and scrapes on his left foot with bruising and marks up his left side. I told the manager, Chris, who said he was sorry that it happened. When I began to request that maybe we should get a safer room or get our money back, he immediately became defensive and rude. So, i asked for them to remove the dresser from the room immediately, which they did. Upon check out, I asked to know who was the upper manager or owner of the resort but no one would tell me. The same manager from saturday, Chris, was there and I tried to tell him that, after thinking about it, I was very upset that my son was injured and my visit was kind of ruined by thinking about what could have happened. He rudely replied that they were fixing it. I felt too intimidated to talk him further

  Business response

  12/08/2021

  Business Response /* (1000, 12, 2021/11/15) */ When notified of the incident, the Resort immediately sent the Maintenance Director to the unit to check on the guest and investigate the cause. He could not find any fault with the dresser or duplicate the incident. The Guest has already contacted the State of Florida Lodging Inspector and they came out and preformed their own investigation into the matter. They looked at multiple rooms, all equipped with the same dresser, and could not find any defect or duplicate the incident. Consumer Response /* (3000, 14, 2021/11/16) */ (The consumer indicated he/she DID NOT accept the response from the business.) The maintenance staff only came to the room to remove the dresser at my request. No one checked on my son or even asked how he was. No one offered to replace the dresser or offer a different room with proper accommodations. Also, the manager was quite rude and seemingly uncaring about the whole situation. That dresser in our room was wobbly and uneven. Between the dresser incident, the rude staff, and the general dirty environment, the trip was truly a waste of money.

*Some consumers may elect to not publish the details of their complaints, some complaints may not meet BBB's standards for publication, or BBB may display a portion of complaints when a high volume is received for a particular business. ↩